Searching/Listing of Chat Transcripts

You can retrieve the complete chat transcripts for quality analysis -

1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>

2. Here, click Manage Live Chat Service. This will take you to the Registered members area.

3. Under REPORTING section, click Search Transcripts.

4. Here, you can search by

• IP Address - compares the IP Address provided with the IP Address of the visitors
   
• KeyWords - searches the actual transcripts for transcripts that contain the keywords provided

5. You may also fetch a list of all chat transcripts by clicking List Transcripts.

Post Chat Survey Statistics

You may display a post chat survey to your website visitor allowing him/her to rate the online support provided. Click here to read how >>

Once you have enabled the same, you can view Post Chat Survey Statistics as mentioned below -

1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>

2. Here, click Manage Live Chat Service. This will take you to the Registered members area.

3. Under REPORTING section, click Post Chat Survey Statistics.

Advanced Reports

ShyamNet offers you a full set of online reports, exclusively as a part of the Live Chat Enterprise plan.

All you have to do is select the type and parameters of the report. The system will process the report and return the comprehensive result in HTML and Excel format. The report types available cover a wide range of diverse characteristics, such as

• Operator Login Statistics
• Operator/Department wise Performance Reports
• Chat Transcripts
• Chat Transfer Statistics
• Operator Login and Availability Statistics
• Chat Summary (Normal and Extended)
• Abandoned Chats
• Icon Status
• Operator Availability Statistics
• Rejected Chat Logs
   

To generate the report you require, follow the steps mentioned below:

1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>

2. Here, click Manage Live Chat Service. This will take you to the Registered members area.

3. Under REPORTING section, click Advanced Reports.

4. Select the Type of Report, and the Reporting Level. The Reporting Level can be

a. Summarized for the full account, or
b. Summarized for a department, or
c. For a Particular Operator

5. Choose the Time Frame for which you wish to generate this report.

6. Once you have specified these details, click Submit. The report would now be presented in complete detail.